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--draft – 

Scope of Incident Management Process

Incident is as an unplanned interruption or reduction in the quality of Seamless Access service or a failure of one of Seamless Access Service components that has not yet impacted service. The purpose of incident management is to restore normal service operation as quickly as possible and minimize the adverse impact on business operations, thus ensuring that agreed levels of service quality are maintained.

Two types of incidents are defined:

  • Generic incidents
  • TIER2 infrastructure incidents

  Handling of security incidents and resolution times are defined in the Seamless Access Operational Level Agreements - OLA. This process elaborates on them in a bit more detail. 

Generic Incidents

Seamless Access Incident Management Process



Start points:

  • S1: Incident detected by Monitoring tool and reported as event to SUNET NOC
  • S2: Incidents reported by Users 
    • what is the process for that!?

Tasks:

  • IM 01:


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